The Red Toucan Casino - Запрос игрока на самоисключение был проигнорирован.

Ladies and Gentlemen

I hereby submit a formal complaint due to a serious violation.

On March 31, 2025, I explicitly requested a self-exclusion from my player account at TheRed Toucan Casino! This request was clearly and unambiguously communicated and should have been implemented immediately in accordance with the responsible gaming regulations. However, you ignored this request and continued to allow me access to my account.

Furthermore, I have received no response whatsoever from you. Neither my emails nor any other forms of contact have been answered. This behavior is unacceptable and reinforces the impression of a serious breach of your obligations.

This constitutes a significant breach of your duty of care and your obligations to protect players.

As a direct consequence of your failure to implement the self-exclusion, I have incurred financial losses. Therefore, I hereby demand a full refund of all deposits made after March 31, 2025.

Best regards

Sehr geehrte Damen und Herren,

hiermit reiche ich eine formelle Beschwerde aufgrund eines schwerwiegenden Verstoßes ein.

Am 31.03.2025 habe ich ausdrücklich eine Selbstsperre für mein Spielerkonto beantragt, Für das Casino TheRed Toucan!Diese Aufforderung wurde klar und eindeutig kommuniziert und hätte gemäß den Vorschriften zum verantwortungsvollen Spielen unverzüglich umgesetzt werden müssen. Dennoch haben Sie diese Anfrage ignoriert und mir weiterhin den Zugang zu meinem Konto ermöglicht.

Darüber hinaus habe ich bislang keinerlei Rückmeldung von Ihnen erhalten. Weder auf meine E-Mails noch über andere Kontaktwege wurde reagiert. Dieses Verhalten ist inakzeptabel und verstärkt den Eindruck eines groben Verstoßes gegen Ihre Pflichten.

Dies stellt einen erheblichen Verstoß gegen Ihre Sorgfaltspflicht sowie gegen Ihre Verpflichtungen zum Spielerschutz dar.

Als direkte Folge Ihrer unterlassenen Umsetzung der Selbstsperre sind mir finanzielle Verluste entstanden. Aus diesem Grund fordere ich hiermit die vollständige Rückerstattung sämtlicher Einzahlungen, die nach dem 31.03.2025 getätigt wurden.

Mit freundlichen Grüßen

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Stay safe.

Dear guelistan2332xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy, and I found this:

If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, we will also take all reasonable steps to ensure you do not receive any promotional material.

If you have any concerns about your activity, please consider one of the following options:

A minimum of 24 hours cooling off period

A minimum one month self-exclusion period

To change these settings, please contact our 24/7 Support Team.

If you are worried about your gaming behavior, please take action 

Gambling Therapy: https://www.gamblingtherapy.org

Responsible Gambling Councilttps://www.responsiblegambling.org/

Have you clearly informed the casino about your gambling problem? Could you forward me the initial account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Petra

Thank you for your reply and for providing the previous details, guelistan2332.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your initial self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings The Red Toucan Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] and keep me informed about any further developments.

Thank you in advance.

Dear guelistan2332,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Okay, thanks, but the casino hasn't gotten back to me!!

Gut danke aber das Casino hat sich nicht gemolden!!

Thank you for your response and for sharing the previous details, guelistan2332.

• Could you please provide me with the timeline of when you requested self-exclusion and when you engaged in any further gambling activities after that period?
• Additionally, would it be possible for you to upload your transaction records from this timeframe?
• Have you tried reaching out to the casino through any communication methods aside from email?
• Furthermore, if you have any additional correspondence with the casino, such as screenshots, emails, or chat logs, please share them with me. You can send all documents to: [email protected] or post your screenshots in the thread.

Thank you once again for your cooperation.